Junior Financial Support Analyst - Customer Success (Remote)

1w1 week ago

RD Station

Florianópolis, BR · Full-time · BRL 42,000 – BRL 66,000

About this role

Join a team that creates opportunities and drives evolution in a unified TOTVS ecosystem of over 12,000 people offering solutions and educating the market. The Financial Support area empowers national and international clients and partners with excellent financial demand handling, promoting autonomy in our solutions. You will resolve root problems for lasting solutions and prevent recurrences.

Provide multiproduto support across multichannel channels like chat, ticket, email, and WhatsApp for financial processes and company policies. Deliver agile, empathetic, investigative, and resolutive service while directing technical calls to responsible areas. Focus on client experience with welcoming and assertive attendance.

Thrive in a culture blending Inteligência Humana + Inteligência Artificial for innovative solutions with real purpose. Embrace protagonismo, continuous learning, and responsible results with autonomy to challenge the status quo. Contribute to team goals that vary with company needs while adhering to playbooks for process consistency.

Experience constant evolution from people to people, using inquietude to anticipate trends and transform technology growth. Benefit from integral well-being across emotional, financial, physical, occupational, and social pillars. Foster pluralidade and belonging where diversity empowers everyone inside and outside the company.

Requirements

Understanding of financial processes and company policies in SaaS environments
Experience in multichannel customer support for financial inquiries
Ability to investigate root causes and provide resolutive financial support
Familiarity with client empowerment and autonomy promotion in customer success
Proficiency in adhering to operational playbooks and procedures
Skill in empathetic and agile service delivery for multiproduto portfolios
Proactive identification of bugs and process improvements during client interactions

Responsibilities

Provide reactive multichannel support (chat, ticket, email, WhatsApp) to clients and partners on financial matters
Deliver welcoming, agile, and assertive attendance focused on client experience
Monitor and meet metrics-related attendance goals
Contribute to variable team goals based on company needs
Ensure adherence to area playbooks to minimize errors and maintain financial process consistency
Provide feedback to technical and financial operations teams on problems, bugs, and improvement opportunities
Resolve root causes of financial issues for durable solutions and prevent recurrences
Direct technical and specialist calls to responsible areas

Benefits

Integral Well-Being program via 5 pillars: Emotional, Financial, Physical, Occupational, Social
Active promotion of diversity, inclusion, and belonging
Remote work flexibility
Environment fostering protagonismo, continuous learning, and career evolution
Autonomy with responsible results and voice to challenge status quo
IH + IA culture combining human strategy with AI efficiency